Associate ALM Support Analyst

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Group Corporation.

At PlayStation Studios, we believe that our people are what make us exceptional. We foster a playfully positive culture and are always seeking new and diverse faces to help us grow. Join us and be a part of a world-class team that crafts outstanding entertainment experiences.

As part of PlayStation Studios, you will have the chance to support the full library of PlayStation Studios, including Naughty Dog, Insomniac Games, Polyphony Digital, Guerilla Games, and many more. Collaborate with world-class developers and contribute to the next great PlayStation Studios release.  

 

Associate ALM Support Analyst

The Associate ALM Support Analyst provides a key cornerstone of technical support for PlayStation Studios QA, PlayStation Studios, and its partners. They are responsible for service desk triage, monitoring and ticket resolution duties, as well as tier 1 and 2 ALM tasks, across all supported applications and services. 

Primarily these tools include f our Application Lifecycle Management (ALM) tools such as Jira, Confluence, and TestRail, custom in-house developed tools, as well as collaborative enterprise tools such as SharePoint and Microsoft Teams.  

 

Responsibilities 

Support the business by providing key services to PlayStation Studios, PSS QA, and other Sony entities via: 

 

Live and Breathe the Service Desk  

Customer-facing support for first line support requests via our service desk 

Daily handover of key workload to global peers 

Curation and maintenance of relevant articles in our knowledge bases 

Timely updates to customers on issue progress and blockers 

Escalation of unresolvable issues to senior team members, external team or vendors  

 

World Class ALM Support 

Administer and support application lifecycle tools (e.g., Jira, Confluence, TestRail) used across multiple teams or studios 

Configure workflows, automation and integrations 

Manage user access, vendor onboarding, VPN/IP allowlisting coordination, and project-level permissions Partner with teams to gather requirements and deliver tailored tooling solutions 

Assistance with testing of system upgrades and application rollouts 

 

Best of The Rest 

Aiding lead staff and management by supporting projects and initiatives 

Exploring service improvement opportunities via ongoing team collaboration 

Communication via phone, chat, email, face-to-face meetings and onsite visits to customers 

Participate in weekend overtime via a defined team rota (only if requested by customers) 

Domestic and international travel may be required  

 

Requirement 

Technically Minded 

Bilingual in English and Japanese 

Detail-Oriented 

Excellent interpersonal communication and presentation skills  

 

Bonus Advantages 

Software development and testing methodologies, practices and nomenclature - ideally within the gaming industry 

Experience of managing ALM tools such as Jira and Confluence 

Experience of working with service desk tools such as Jira ServiceDesk or ZenDesk 

 

Qualifications & Experience 

Educated to degree level in relevant discipline, or equivalent experience 

Familiarity with ITIL best practices and service management principles; ITIL certification is a plus 

JPLT N5 or above 

Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.

Please refer to our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. 

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.